Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides you with a comprehensive, practical introduction to IT service management.
Building on their collective, extensive service management experience, the authors of this book walk you through essential concepts including the service lifecycle, processes, functions and roles and illustrate these with real-life examples. With this book you'll quickly gain understanding of the basic principles, terminology and benefits of service management.

Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service management.

'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition)